Analisis Alur Komunikasi Dalam Manajemen Pengaduan Masyarakat Di Pusat Kendali Kementerian Sosial Republik Indonesia

Abstract

This study aims to analyze the communication flow within the complaint management system at the Command Center of the Ministry of Social Affairs of the Republic of Indonesia. The research is grounded in the theory of communication network flow. A qualitative descriptive method was employed, with data collected through in-depth interviews, observations, and documentation. The research involved nine informants, consisting of leadership and operators at the Command Center as well as representatives from complaint-responsible units within the Ministry of Social Affairs in Jakarta. The findings reveal the formation of three types of communication flows: path, trail, and walk. The “path” flow occurs when information moves hierarchically in a one-way direction without actor repetition; “trail” is used in both formal and informal communication that relies on repeated use of a single medium; while “walk” represents dynamic interactions between various internal actors. These three flows complement each other in facilitating the communication process in public complaint management at the Ministry. Information technology, specifically the Social Welfare Information System–Command Center (SIKS-CC), plays a vital role in integrating various complaint channels into a unified system, enabling faster responses and transparent monitoring. The results indicate that the established communication flows enhance response speed, process transparency, and inter-unit coordination in handling public complaints at the Ministry of Social Affairs. This contributes to the realization of more responsive and accountable public services. However, several communication barriers remain, including psychological, semantic, technical, and coordination-related issues.